Intensive Customer Journey research + formation of dedicated execution team.
UWV executes laws that help the unemployed (massive oversimplification!). With numerous complex services delivered to approximately 1 million customers, leaving the latter dissatisfied too often. How to improve?
UWV
Approach
We led the implementation and development of the “customer journey” initiative. We supervised 7 of these processes, each time examining and improving a critical function in 4 weeks. We analysed the difficulties customers had to deal with, involving all stakeholders along the process.
The result
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We led the sessions in the first projects, and the UWV team assisted. After shared sessions, we switched roles. Today a group, through coaching & reflection, performs independently.
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More than 90 accurately described improvement initiatives, complete with prototypes, prioritisation, and visualisations.
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Improved communication, collaboration and understanding between different departments and divisions.
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Improved results, both for the customer and internal processes.
My role:
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Design, execution & facilitation of the sessions
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Coaching of employees in customer research
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Creation and production of deliverables